Stop spending excessive time & energy in overcoming misalignment and cultural blindspots
Throughout my career I’ve been amazed at the amount of time and energy sales teams expend insulating customers from internal friction. Rather than selling externally, salespeople spend excessive amounts of effort internally overcoming misalignment and cultural blind spots. In the process of teaching clients how to facilitate commerce, it’s become evident that B2B companies everywhere get in their own way at great expense. This is what I call The Customer Prevention Culture℠ and it’s embodied by passive leadership, fixed mindsets and a friction-filled customer experience.
The Customer Prevention Culture℠ is rooted in the following dysfunctional patterns:
The Customer Is NOT King!
A desensitization that the customer is the reason for the company’s existence.
The company’s people, process and technology serve the company’s internal stakeholders rather than the customer.
Tribes & Silos
Misalignment of people and a lack of shared organizational outcomes amongst team members.
Customer Touchpoints Break
The existence of friction throughout too many customer touchpoints, causing the erosion of customer confidence.
No Values to
There is no vision for culture and no proactive pursuit of values to form culture. This gap makes it impossible to inspire team members to a higher cultural standard.